So this past month I've been getting extreme packet loss at random for no apparent reason.
Never have I ever had such a horriable experience like this before and I do not wish it on anyone.
At one point on the 9th Tuesday I did xfinity chat tech support I went in to full detail about it.
( that lasted a hour) In the end this is what they said to me "I have successfully forward case to our advance technical team so that they will check further and fix root caused as soon as possible. Here is the reference number : CR909645861"
To my astonishment the very next day the problem was completely fixed. Had no issues. NONE. up until TODAY (2 weeks later.) Now this happens at random sometimes it is fine and sometimes it is very bad. I can not do anything Online as any streaming anything videos it will freeze n lag out PACKET LOSS great! if I try to play any games online same thing this is unusable...here is a caputre I took just now showing some packet loss just seconds after running for not even a minute long. as I was typing this https://imgur.com/SsdEunN 41.2% PACKET LOSS.
that is just one example I can post more, but I digress.
I have tried rebooting/reseting the whole 9. comcast support even had me do it with them even tho I told them I've done it multiable times and it did not fix it. they even also decided to try and reboot the modem for me " on there end " and it still did nothing. NOTHING. My SNR dB looks fine. its range is with in 39 to mid 40s. My modem is Brand new practiclly I got it NEW 16 months ago. I did a direct connection to the modem removing the router and same deal happens WIRED ONLY I dont use WIFI. I explained all this to support and they said they would fix it and they did, but now its back again and me thinking I could fix it my self by restarting and rebooting everyting also I just replaced all my ether net coards to Cat 8! Got new NIC cards for some of my computers not that any of that helped. Also I'm not paying for a tech visit either as I read people talking about on here, because this issue is not my hardware. this is a comcast issue. I've read posts all over the forum with other people having the same issues. so here I am doing it too! What gives...
https://imgur.com/a/5Me80nu I dont know if its the website or my internet is just awful packetloss here is a link for photos as it wont let me send them on here I used imgur a website for photos.
I replaced a splitter with a brand new one off amazon, connected the modem directly to PC again and ran a test last night while I was asleep. woke up to see ping spikes over 500ms and constant packet loss and sever spiking. one highlighted in the bottom left indicating 10% packetloss.
No wonder when I try to play a game online I'm rubberbanding all over the map and ppl think I'm lag switching, or when I stream a vod off netflix it constant buffers and refreshes. I can't use the net like this.
It's been like this around 4 weeks now give or take. Has to be on comcast end because last month when I said something they said they would have th support team check on it and it was fixed for a whole week after that day. a whole week with no packet loss and no ping spikes like how the internet service you are paying for should be, but after one week it came back and its terriable.
Wow I login to see if I get any help or replys still nothing and low and behold Idk why my above picture is not shown it was a 6 hour test graph showing server packet loss. with PingPlotter Pro.
Anyways I'll guess I'll have to be including imgur links from now on since I can't rely on the xfinity forum service for my info to be shown I digress.
Below is a 10 second run as opposed to the 6 hour test I ran lastnight. This is from packet loss test just now $200 a month for this btw.
11.6% loss from just a 10s test. Too bad I don't have the image from the 6 hour test anymore I'll have to make a new one over night again.
Reuploading the 12 hour test from my last post and added a traceroute I just did now.
Tracing route to e7010.dscg.akamaiedge.net [184.108.40.206] over a maximum of 30 hops: 1 * * * Request timed out. 2 9 ms 10 ms 13 ms 220.127.116.11 3 10 ms 9 ms 10 ms 18.104.22.168 4 10 ms 11 ms 9 ms 22.214.171.124 5 11 ms 16 ms 12 ms be-31611-cs01.pittsburgh.pa.ibone.comcast.net [126.96.36.199] 6 60 ms 11 ms 14 ms be-1111-cr11.pittsburgh.pa.ibone.comcast.net [188.8.131.52] 7 16 ms 15 ms 17 ms be-301-cr12.ashburn.va.ibone.comcast.net [184.108.40.206] 8 17 ms 25 ms 17 ms be-1312-cs03.ashburn.va.ibone.comcast.net [220.127.116.11] 9 22 ms 21 ms 18 ms be-2311-pe11.ashburn.va.ibone.comcast.net [18.104.22.168] 10 17 ms 16 ms 17 ms 22.214.171.124 11 17 ms 16 ms 15 ms ash-b1-link.telia.net [126.96.36.199] 12 19 ms 36 ms 21 ms akamai-svc068619-lag002610.c.telia.net [188.8.131.52] 13 17 ms 17 ms 26 ms ae19.r01.border101.iad01.fab.netarch.akamai.com [184.108.40.206] 14 * * * Request timed out. 15 * * * Request timed out. 16 * * * Request timed out. 17 18 ms 14 ms 16 ms a104-111-75-12.deploy.static.akamaitechnologies.com [220.127.116.11] Trace complete.
I think we're on opposite sides of the country, but I wanted to chime in here that I'm having the same issue. Copy-and-pasting my reply from another thread:
Just wanted to let you know that I'm having very similar problems in the Auburn, WA area. The problem typically occurs after 7:30pm when I assume my entire neighborhood starts streaming 4K Netflix or something. Called Comcast support and got the same response you did: 3rd-party modem questions, connect directly to the modem, "we'll have someone come out" and no one showed (I was shocked this "ghosting" actually happened to me, as I'd always assumed people who said this happened to them were exaggerating). As you can see in my PingPlotter screenshot, the packet loss occurrs at Comcast's gateway and cascades down to the destination, making any streaming or realtime gaming a nightmare. Post here if you find a solution.
Hey thank you for your feedback and reply. Yeah this is most def a issue at Comcast's gateway. I concur 100%. Funny last month I got a hold of support and explained everything to them. They told me they would have their advace tech team handle it. the very next day I had a missed call from them and my internet issues was resolved completely I had no ping spikes or any packet less what so ever for up till a week, and guess what the issue has come back. so they did something and it fixed it for me and now its back again. Idk what they did but yeah It's not on my end. as you can see here on my signal page my numbers are with in spec. https://imgur.com/a/ZZVjsCS I even went out of my way and relaced everything I could on my end to ensure it was not on my end. Pretty much replaced everything except for the modem which is like a year old brand new off amazon a good one. I replaced splitters cabling ethernet even tried brand new NIC cards on 3 different machines. Also was either eairler this year or last year Comcast Xfinity replaced all the coax cables in my home so its not a wire issue or any kind of signal loss from my end its deff the back end somewhere with their head-in I would guess. the backbone is broken. they need to fix our service. Thank you again for the reply I appreciate you, hope your issues go away as well. this has only been happing for a month now for me. soon as I reported it with in the first week the problems went away. but recenly came back so here I am again. Actually on support with them right now. lol.
So far going on 5+ weeks now with HUGE ping SPIKES, and a INSANE rate of PACKETLOSS!
I'd like to point out.
I waited about 2 weeks till I even attempted xfinity support as I thought it would fix it self.
That was at the end of May 2020, Reported to them In June once and it was fixed overnight like magic. then the issue came back as random as it had. Talked once again This month of July was on hold for 3+ hours. I digress.
The past 24 hours I've noticed A change. NO its not my ping spikes or packetloss being fixed..
It's my internet speed not even close to reaching what I'm playing for. Now call me crazy but I use internet speed tests about every day to check have been for the past 20 years ever since I had a issue once, and my numbers are always in the + for speed tests from what my package is but for the past 24 hours I'm barely getting 200Mb when I should be getting 300Mb. Yes I've restarted the modem no difference. Also Yes my Power and Signal levels are with in spec. Thanks comcast.
P.S. Still getting packetloss out the ying yang and ping spikes large enough to blow the tires off a tractor trailor. From the drop line to the modem there is only 1 spiltter and its brand new. All the coax cables in my home was replaced by comcast last year. I've tired brand new ethernet cables Cat6 Cat7 and Cat8 as well as brand new PCI NIC in 3 completely different machines HARD LINED into only the modem. My signals are with in spec. Everything should be working correctly and is new condition even the modem as its less than two years old, but being its the oldest thing in the chain that has been replaced. Just to prove a point I have ordered a BRAND NEW ONE.
Spoke to comcast today got transered to a guy he was a nice gentelman, we spoke a little over a hour. He told me everything looks good on his end. My signal looks fine I should not have any issue. He did mention something about how there was a heart beat or something I dont recall what he said tbh but something like it should be flat, but I'm guessing that has to do with my packet loss and ping spikes not really sure. He mentioned some spikes from the other day, and maybe my modem needs a firmware update. I told him I acutally just ordered a new one and it will be here soon just to rule out if it's the modem or not. He was kind of confused to why, as well as me, to why I'm having any issues. Said to just wait till I get the new modem and see if that fixes everything, He said it should clear everything up and will fix my speeds and connection loss. Asked me to do a speed test on Ookla to make sure my speed is correct when we was on a support call. I did and it was around 200Mb at the time we spoke. Getting 200Mb when I'm paying for 300Mb. He said he don't think thats a big deal. I told him it was to me I've never had anything less than what I'm paying for and the major issue was the packet loss that has been going on for a whole month. Not the speed drop in the past 24 hours that just started to happen yesterday, tho to me its another deal in its own, and I noticed my upstream power db increased a bit during this time of my speed rate droping almost by half. I didn't think it was something on my end signal wize. He assured me my signal looks ok. So that leaves me to think it has to be a node or the head-in from the ISP I think it's somewhere with the backbone network. he didn't seem to know too much about any of that just said to me that almost having 200mb was ok in his book, and that the new modem prob will slove both issues when I get it to try that, and see if my speeds go back to normal as well as the packloss problem should be cleared up from a new modem aswell, and if not we will go from there.
Here is a screen shoot of the Ookla test I just took after downloading the app just now and doing a packet loss test after the speed test to include in a screen shot. you can see I'm only getting 50% of what I'm paying for speed wize, and that the packet loss is coming from a ashburn.va comcast node. That was also noticed by me in my OP something goin on there IMO.
Ok a little update on my speed package. I decided to unplug the modem for a few hours. This time not only disconnecting the power cable but the coax cable as well ( as instructed by a comcast tech I spoke to recently )
He also told me something about updating the modem firmware. So I logged in the modem page and was unable to find any such feature to do so. I've checked tho and my firmware is up to date https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod... Anyways I went to the Advance page and did a " Factory Reset " this took a few minutes longer than a regular reboot. at first one of my upstream channels failed to load. the upload light was blinking on my modem I checked the status page was a T5 error so I do a reboot in the router page. This corrected the issue. Lights all binking as normal so I finally get back online after being disconnected for a few hours. Load up good old Ookla and BAM! my speed is back to normal, Still getting packet loss tho have been for over a month now. High ammounts of it too! and it appears to be a node from ashborn.va.ibone.comcast.net pretty much out of my hands I assume unless my new modem can fix that. I get it later this week. I really don't know what to say besides the fact that I'm getting masive ping spikes sometimes over 250ms and then times even higher to where I'm getting a huge % of packetloss. It's almost as if like someone is turning the modem off or something idk how to explain it for the lamens. Now packetloss is normal it happens. usally most people get somewhere to around under 1% or lower and thats acceptable, but I'm seeming to get up to 50% and higher off some comcast nodes out of my state it seems and that is unacceptable and I'm losing connection from that! unless its my current modem. Which I doubt. I really don't know how to resolve this all my stuff seems to be in good condition. Only thing I can think of is its the modem or the neighbors are boot leging cable and its messing up my connection but I don't know how that works somethings going on tho. Packet loss is a NIGHTMARE. I really hope no one ever has to deal with what I have been dealing with this past month, and I PRAY TO GOD it gets fixed ASAP!